ServiceNow Practice Lead

Employer Information

Telefónica Tech




As a ServiceNow Practice Lead, you will play a key role in establishing, developing and growing the ServiceNow practice within Telefónica Tech. You will have line management responsibilities for a small team of ServiceNow business analysts and developers. The Practice Lead will be responsible for co-ordinating the activities related to ServiceNow-based implementation and development projects. The Practice Lead will also work closely with our Sales, Marketing and Project Management teams to align solution proposals with the needs of our customers and ensure the successful execution of ServiceNow customer projects.
Key Responsibilities: Essential Duties may include, but are not limited to, the following: • Management of the ServiceNow Team – ensure that there are appropriate ServiceNow specific objectives and training plans to meet expected future ServiceNow deliverables. • Review of resourcing needs to meet expected demand. Engage with the Sales and Pre Sales Team to gain visibility of the expected ServiceNow pipeline (scope and skills) manage existing resources to fulfil these requirements, as well as building the team as required. • Review and management of team priorities – Mitigate conflicts through re-prioritisation and working with customers, project managers and stakeholders to resolve. • Review and validate time bookings for the practice – Align expected time bookings with planned bookings and act on any deltas in terms of the rationale behind any overage and feed back into resourcing if any shortfalls. • Support and advise the team with current engagements, including support with any customer escalations, and provide guidance around mitigations. • Provide a monthly to quarterly update on the Practice, including resourcing, pipeline, performance, issues, etc. • Develop the implementation approach set out by ServiceNow (NowCreate) to ensure consistency of delivery on projects by Telefónica Tech resources. • Act as single point of contact to govern new opportunities and ensure that any new projects/opportunities are sufficiently inspected prior to issue to customers. • Build a relationship with ServiceNow in order to stay engaged around product developments, events and initiatives. • Ability to drive continual service improvement to ensure that lessons are taken from projects and customer feedback in order to further develop the team

  • Permanent
  • Field
  • Closing date: Sunday 31 Jul 2022
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